Privacy Policy

This policy covers our website, our estimates and surveys, the LuminAsset app (coming soon to iOS and Android) and any call or email between us.

Who we are

LuminAsset Ltd is the data controller for the personal information described here: we decide how and why it is used, and we are responsible for looking after it.

We are registered in England and Wales, company number 17219818, with our registered office at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. We are registered with the Information Commissioner’s Office as a data controller, registration number ZC229425.

What we collect

Website forms. Your postcode, name, email address and phone number, what you’re interested in, and any message you add.
Estimates. Your postcode, and later your address, to find your roof in aerial imagery; what we read there, such as pitch, direction and shading; the system and prices we work out; and anything you tell us about your energy use.
Surveys. Your address, the visit arrangements, and the surveyor’s measurements, notes and photographs of the roof, loft, fuse box, meter and anywhere else the installation would affect.
The LuminAsset app. When it’s available: your account details, the route you choose (Direct Purchase or a Power Purchase Agreement), your job’s progress, including approvals, documents and payments, and, if you rent, your landlord’s details and approval status. Also basic technical information, such as device type, to keep it secure.
Calls and emails. What you tell us, and our notes of it, so nobody has to ask you the same question twice.
Your installer. Once you’re introduced, what we need to stay on the job: installation dates, the system as fitted, certificates, warranties and sign-off progress.
Other people. Details someone else gives us, such as a tenant giving us their landlord’s. If you give us someone’s details, please tell them about this policy.
Installers who apply to join our network. The business and contact details they give us, and the results of our seven checks.
Website technical logs. The systems that run our website briefly log each visit (your IP address, browser type, pages requested and when) to keep it running and secure, never to profile you. Our website sets no cookies and uses no analytics or tracking; see our Cookie Policy.

What we hold about your home sits in one job file for your roof.

We don’t ask for sensitive information, such as health details. If you share something like that because it affects a visit, we’ll record only what’s needed, with your agreement.

Without your postcode, a way to contact you and, for a survey, your address, we can’t provide the service.

How we use it, and our lawful basis

UK data protection law requires a lawful basis for each use of personal information. Ours are:

Providing the service you ask for: your estimate, survey and introduction, checking the installer’s quote, your app account, and staying on your job through installation and sign-off. Lawful basis: contract, meaning our agreement with you, or steps you ask us to take before one.
Answering your questions. Lawful basis: steps before a contract, or our legitimate interest in replying to people who contact us.
Assessing and working with installers. Lawful basis: legitimate interests, or contract where we have one.
Keeping our website, app and systems secure, and preventing misuse and fraud. Lawful basis: legitimate interests.
Improving our estimates and service. Lawful basis: legitimate interests.
Keeping records and meeting legal obligations, such as accounting and tax, and handling complaints and legal claims. Lawful basis: legal obligation and legitimate interests.
Sending news that isn’t about your job, such as when monitoring arrives, only if you’ve said yes. Lawful basis: consent, which you can withdraw at any time.

Where we rely on legitimate interests, you can object at any time.

Your estimate is worked out largely automatically, but it is a guide, not a decision about you. We make no decisions based solely on automated processing that have legal or similarly significant effects on you.

We never sell your information. We share it only with:

The one installer you agree to be introduced to. With your agreement, we pass them your job file: contact details, the roof we read from above, your estimate, and the survey notes and photos. They then contract with you directly and use your information under their own privacy policy. No other installer receives your details.
Surveyors who work with us, who see the job file only for the homes they visit.
Service providers who host and run our systems, under contract. They run our website, records, email and phones, and supply the aerial imagery we read roofs from, which means sharing your postcode or address with them. Enquiries sent through our website’s forms go first to Formspree, which handles our website forms and emails them to us, and are then recorded in Reonic, the customer-management system we use. They act only on our instructions and must keep your information secure.
People you ask us to deal with, such as your landlord, if you rent and want us to seek their approval, or the energy supplier you choose for export payments.
Authorities, where the law requires it, and our professional advisers or others where we need to establish, exercise or defend legal claims.

International transfers

Some of our service providers may store or access information outside the UK. We allow that only with the appropriate safeguards UK data protection law requires, such as UK government approval of the country’s data protection, or contract terms approved for international transfers. Ask us for details.

How long we keep it

We keep personal information only as long as our service and our legal, accounting and record-keeping obligations need it.

Estimates that go no further: a limited time, in case you come back to us, then deleted. Ask and we’ll delete yours sooner.
Job files and app accounts: typically six years after the job ends, so we can deal with warranty questions and any legal claims. Some records may be kept longer where a warranty on your system runs longer, or where the law requires it.
Website technical logs: a short time, unless we need them to look into a security problem.

After that, we delete or anonymise it.

Your rights

Under UK data protection law, you have these rights:

Access: get a copy of the personal information we hold about you.
Rectification: have anything inaccurate or incomplete corrected.
Erasure: ask us to delete your information.
Restriction: ask us to limit how we use it, for example while we check something you’ve raised.
Objection: object to uses based on legitimate interests, and to direct marketing at any time.
Portability: receive the information you gave us in a machine-readable format, or have it sent to another organisation, where this applies.
Withdrawing consent: where we rely on consent, withdraw it at any time, without affecting what we did before.

Some rights apply only in certain circumstances. If we can’t do what you ask, we’ll tell you why.

To use any of these rights, email info@luminasset.co.uk or call 0800 593 0413. We may ask you to confirm your identity first. There is normally no fee. We’ll respond within one month of receiving your request or confirming your identity. A complex request can take up to two months more, and if so we’ll tell you within the first month.

Complaints

If you’re unhappy with how we’ve handled your information, please tell us first so we can put it right. We’ll acknowledge your complaint within 30 days and tell you the outcome without undue delay.

You can also complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator, at ico.org.uk or on 0303 123 1113.

Children

Our service is for adults arranging work on their home, not for anyone under 18, and we don’t knowingly collect children’s information. If you think a child has given us their details, contact us and we’ll delete them.

Changes to this policy

We’ll update this policy as our service changes, including when the app is released. The date on this page shows when it last changed. If a change significantly affects how we use your information, we’ll tell you directly where we can.

Contact us

Email: info@luminasset.co.uk
Freephone: 0800 593 0413
Post: LuminAsset Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ